As long as you have a credit account with a TL whether it is in good standing, baddie, open, closed with a balance, charge off with a balance or collections........they have your consent to do a inquiry anytime they like. Most of the time, they pull a soft inquiry.
Downside: Once a positve-good standing report has been removed, the CRA has no obligation to re-report it. If Dell agree's to correct the mistake, then the CRA can re-report the account. However if you pissed them off when you called them back about the hard inquiry, then they are getting even with you.
It is always better to bite your tounge-kiss ass and suckup. I think it always depends on who you are talking with, if they are having a bad hair day you pay the price-whether it's right or wrong. Those are the kind of people that need to be fired.
Hopefully you can get it straighten out...GOOD LUCK